Customer Liaison Officer

KM74 - Customer Liaison OfficerLocation – Cambridge Salary – £28,000 - £30,000 Per Annum (6M FTC)Overview:First Military Recruitment is working in partnership with our reputable client who is seeking a Customer Liaison Officer to join their team.The role of the CLO is key to our management of customer care. Maintaining positive relationships between the residents, sub-contractors, client representatives and the team is a vital role. CLOs increasingly work proactively in the attempts to reduce complaints, which includes a detailed analysis of work completed, to identify and address areas of concern. CLOs offer assistance and support and as a whole strive to quickly become well-known, trusted members of the communities and will where necessary add a vital point of contact throughout the works undertaken.Duties and Responsibilities:

• Responsible for leading customer engagement, attending resident meetings/forums and ensuring residents fully understand what is happening in their homes.
• Reviewing and analyzing KPI performance, and working with the Account/Project Manager to ensure continuous improvement within the contract(s) or project.
• To be responsible for investigation, resolution and reporting of all works and customer related complaints onto complaints database.
• Produce trend analysis in regard to highlighting areas for Improvement.
• Capture and coordinate all the customer satisfaction surveys for works completed carrying out a percentage of surveys face to face/by telephone call or as otherwise directed by the account/project manager.
• Attend any client meetings as required.
• To liaise with client monthly or where needed daily to report on customer satisfaction.
• First line response for residents/customers and clients.
• Complete and report KPI’s for response, detailing measurement and analysis.
• To develop and deliver customer care training plans.
• Visit residents in their homes as required.
• Manage all resident contact information.
• Proactively develop and manage client relationships.
• Any other duties requested by Head of Contracts.

Skills, Experience and Qualifications: Essential:

• Experience of working within Customer Care
• Full UK Driving Licence.
• Good standard of written and verbal English.
• Good standard of mathematics.
• Knowledge of IT Systems and experience of working with computerised systems.
• Proactive attitude towards development of customer excellence.

Desirable:

• NVQ Level 3 in Customer Service or equivalent.
• First Aid at Work (1-Day) training achievement.
• Experience or Knowledge of the Social Housing Market.
• Experience of working in partnership with a Local Authority Client.
• Minimum 8 GCSE’s or equivalent, Grades A – C (inc English & Maths).

In return our client offers:

• Competitive Salary.
• Pension.
• 25 days annual + 8 bank holidays.
• Employee Assistance Programme.